Visa Support Associate (Korean Visa Application Centre)

In support of the Embassy and Consulate of the Republic of Korea (ROK) in Berlin, Germany, IOM will be providing administrative visa-related services among nine Visa Application Centres in all of Europe, aimed at making the visa application process timelier and more convenient. 

Under the direct supervision of the KVAC Team Leader in Berlin, Germany the Incumbent will provide administrative support for day-to-day operations of the KVAC operated

1. Provide client service excellence to applicants at all times, in full compliance with the Korean Ministry of Justice regulations and service standards.
2. Assist providing information to the applicants: distribution of forms and checklists; provision of accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services. 
3. Assist in collecting visa applications and sorting the documents: verification of completeness and correctness of visa application forms; completeness check of the supporting documents also in remote; sorting of the documents with relevant checklist; assistance to applicants if the documents are incomplete.
4. Input visa application data: maintain and expert user level with IOM’s VAPS application management software, ensure quality check of collected data and generated invoices; accuracy of the tracking of passports and documents with barcode method; scanning and quality check of supporting documents. 
5. Verify visa and service fees: verify correctness of payment and change against the VAPS application management software; issuance of invoices; daily reconciliation of collected fees and invoices; secure storage of petty cash. 
6. Assist in reporting services: daily reports generation and quality check of collected applications and fees; daily reports for contact centre (received calls, call-backs, missed calls etc.) assistance to KVAC team leader in quality check. 
7. Delivery and collection of applications and passports: secure transfer of the visa applications and passports to/from the Korean visa office; sorting and counting of applications and passports; secure return of passports to applicants and delivery to courier.
8. Maintain a professional appearance, in uniform and migrant friendly demeanor at all times.
9. Immediately inform management of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement.
10. Perform any other related duties that may be assigned by the team leaders or KVAC management. 

    Education

11. University degree in Business Administration, Client Services, Social Science or a related field from an accredited academic institution; or an equivalent combination of education, training and experience; or

Experience/Skills